AccountId: 011433970860
ContactId: 9b9b872a-a9e4-4653-ada0-0dd720e83dd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162380 ms
Total Talk Time (AGENT): 62594 ms
Total Talk Time (CUSTOMER): 53668 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9b9b872a-a9e4-4653-ada0-0dd720e83dd8_20250617T18:39_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling to check the benefits for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the callback number?
[CUSTOMER][NEUTRAL] Yes, our number is [PII].
[AGENT][NEUTRAL] And could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Sure. It is 1215307, M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], born [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Let me give you the correct policy number because that policy number you provided is terminated.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEGATIVE] Oh, it expired.
[AGENT][NEUTRAL] Yes, that is correct. Let me know when you're ready for the correct policy number.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] It is 2587813.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] And what benefits are you inquiring about today?
[CUSTOMER][NEUTRAL] Um, I just wanna know, she's coming into an outpatient diagnostics facility for her coverage would be?
[AGENT][NEUTRAL] She has outpatient benefits of $3000 per calendar day and this is not a guaranteed benefits, just a disclaimer or the policy's coverage. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, just to confirm, you said 3000 per day.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. All righty. I think that's it then. Is there a reference number for the call?
[AGENT][NEUTRAL] We don't provide those, however, you can feel free to use my name in today's data as a reference. My name is [PII].
[CUSTOMER][NEUTRAL] Would you mind your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. I think that's it then, [PII]. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.